To make sure that SLA targets are applied to your tickets, you must set the priority field on the ticket first. The priority field can be set manually or the process can be automated using triggers.
The workflow includes the steps below:
- Creating a trigger that sets priority for all tickets for your SLA
- Modifying this trigger to set priority based on tags
- Verifying you set up the trigger correctly
Creating a trigger that sets priority for all tickets for your SLA
Triggers can be customized to look for keywords to set the priority or they can be configured to set all tickets to the same priority for the SLA target to apply. In the example below, the trigger will set all tickets at an even priority.
To create a trigger that set priority for all tickets
- Create a new trigger
- Add the conditions below under Meet ALL of the following conditions
- Object > Ticket > Ticket | Is | Created
- Object > Ticket > Priority | Is | -
- Add the action below under Actions
-
Object > Ticket > Priority | Normal
-
Object > Ticket > Priority | Normal
- Select Create trigger
Modifying this trigger to set priority based on keywords
You can use any ticket properties, such as custom fields, to set priority on tickets. In this example, we will demonstrate how to use keywords as trigger conditions. The trigger will set the priority based on the keywords found in the ticket.
To create a trigger that sets priority for all tickets with a tag
- Create a new trigger
- Add the conditions below under Meet ALL of the following conditions
- Object > Ticket > Ticket | Is | Created
- Object > Ticket > Comment Text | Contains at least one of the following words | sales
- Add the action below under Actions
-
Object > Ticket > Priority | Normal
-
Object > Ticket > Priority | Normal
- Select Create trigger
Verifying you set up the trigger correctly
View the ticket events to verify that your trigger is running correctly. The ticket events will include all triggers applied to the ticket and reflect the change in ticket priority. For step-by-step instructions on how to view ticket events, see this article: Viewing all events for ticket updates.
For other questions about the ticket priority field, see the articles below: